Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JANEL GUPTON

Houston,TX

Summary

Dedicated customer experience leader in the technology and retail industries, equipped with an aptness for building and maintaining relationships with clients and a diverse range of stakeholders in dynamic, fast-paced settings. Trained in navigating CRM software, with demonstrated competencies in operating multi-line chat, email, and phone systems. Ultimately, a versatile client success advocate who exhibits a genuine passion for understanding customers' individual needs, and tailoring interactions to cultivate rapport.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Client Success Specialist

Beyond Finance
01.2023 - 10.2023
  • Assisted clients with onboarding and account setup in an upbeat and positive manner that fostered comfortable and successful adoption of debt settlement program from enrollment to graduation
  • Responded to client requests across multiple departments, anticipated unstated needs, and thoroughly educated on products and services matching their goals
  • Completed high volume inbound and outbound calls of varying complexities while adhering to company goal for active handle time of 10 minutes or less per call
  • Maintained QA scores of 90% or above per month for onboarding and compliance
  • Utilized active listening skills to understand needs on a case by case basis, notate accounts, and meet company KPI goal of one hour or less weekly of after call work
  • Confirmed verification of clients' personal information and accounts, keeping data entry and documents aligned with compliance standards.

Customer Support Advisor

Squarespace Scheduling
02.2022 - 09.2022
  • Answered constant flow of customer chats and emails with minimal wait times of 15 minutes or less, slashing queue volumes 15%
  • Maintained pace of 4.5 per hour, sitting above expected goal of 4.2
  • Consistently produced CSAT score of 95% or above
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Hit tone, knowledge, and quality of chat and email percentages at 92% and above
  • Analyzed knowledge base guides and suggested modifications based on customer interactions resulting in more user friendly help content
  • Collected customer feedback and entered feature requests to send to various departments for improved user experience

Customer Experience Supervisor

Adidas
06.2019 - 07.2020
  • Helped manage NY flagship of 40,000 sq. ft. office space, employing 100+ employees
  • Filled out bank paperwork and collaborated with operations team to resolve any cash discrepancies before deposits were made
  • Oversaw audit DOR to assure paperwork such as return, exchange, and no sale receipts were properly signed and filed, resulting in passing audit visits with 90% or above
  • Improved customer loyalty with 85% or above for customer email capture at closing of each month, exceeding expected goal of 70%

Operations Supervisor

Topshop
12.2017 - 05.2019
  • Worked with team of 5 to receive shipment trucks up to 30 z-racks of inventory for 4 floors. Reviewed shipping invoices to assure all pieces were received before truck departed
  • Liaised with creative and visual team to make sound product switches across building. After samples were placed, floors were then filled with pieces, and backstock racks transported to stockroom before opening
  • Led product and back of house teams on following backstock standards. Also communicated with sales floor team to train on uniformity with stock room standards
  • Established and maintained 5 vendor partnerships with fashion and accessory brands
  • Maintained knowledge of both sales floor and stockroom to better serve customers and meet demanding sales objectives

Associate Manager of Operations

Ulta Beauty
09.2016 - 02.2017
  • Assisted store manager with new hire interviews and onboarding to open new 15k sq. ft. location
  • Trained and evaluated staff on cash register protocol and KPI knowledge
  • Placed orders for store merchandise, marketing, and fixtures as needed
  • Changed marketing to meet company standards
  • Balanced cash drawers, handled change orders, and counted bank deposits daily
  • Authorized payments and merchandise returns
  • Operated register for cash, check and credit card transactions with 95% accuracy

Education

Bachelor of Arts - Communications, Creative Writing

University of Houston
Houston, TX
12.2015

Skills

  • Proficient in data entry, recordkeeping, and reporting
  • Strong written and verbal interpersonal skills
  • Efficient in Salesforce, Zendesk Google Suite, & Slack
  • SAAS support experience
  • HIPPA for Medical Office Staff
  • Atlassian, Jira and Confluence knowledge
  • Troubleshooting technical issues
  • Effective conflict resolution
  • Proficiency with Microsoft Office Suite
  • Experienced in cross-functional team training and coordination
  • Quality Assurance & Control

Certification

  • HIPPA for Medical Office Staff - Dec 2023-Dec 2024

Timeline

Client Success Specialist

Beyond Finance
01.2023 - 10.2023

Customer Support Advisor

Squarespace Scheduling
02.2022 - 09.2022

Customer Experience Supervisor

Adidas
06.2019 - 07.2020

Operations Supervisor

Topshop
12.2017 - 05.2019

Associate Manager of Operations

Ulta Beauty
09.2016 - 02.2017

Bachelor of Arts - Communications, Creative Writing

University of Houston
JANEL GUPTON